The Benefits of Knowledge Capturing & Knowledge Management

21

FEBRUARY 2014

Eventus Marketing Team

The idea of Knowledge Capturing (KC) and Knowledge Management (KM) is not a new one.  Ever since the early 1990’s, organizations have been collecting, storing and making available necessary information and processes for their staff and management teams to utilize.  Not only does this provide a more effective way of disseminating critical pieces of knowledge but it also helps to create a more efficient establishment.  While many businesses focus their efforts of KC and KM on internal sources, there are actually other uses for the information gathered that can provide major benefits outside of the organization’s walls.

Internal Sources & Benefits

Often times, both KC and KM are utilized internally.  Whether for orientations, furthered learning of employees or succession planning, the critical knowledge captured and stored through their processes can be extremely valuable and needs to be displayed in a way that the necessary parties within an organization can easily locate and consume the information needed.

Intranet Databases

Databases created inside the organization’s intranet provide an easy place to locate and consume relevant information for employees.  This can be highly effective when capturing knowledge from retiring staff members in order to ensure critical knowledge stays within the organization.

Internal Forum

Forums or Wikis are great ways to compile knowledge of processes and specific areas of the company in a way that allows peer review, editing and contributions without the long processes of KC.  If utilized correctly and monitored frequently, these forums and wikis can prove to be an invaluable tool for the continued sharing of knowledge within the organization.

External Sources & Benefits

Both KC and KM also have uses outside the organization’s intranet, and can provide valuable resources for an organization’s customers.  The capturing of key concepts and knowledge pieces and organization of them into self-service resources online can empower customers to find solutions to their problems without ever having to contact a service agent, thus creating a more effective and efficient customer service process.

FAQ

Simple FAQ’s can be created through simple KC practices and can work to answer the most frequent and generic of questions asked by your customers, allowing your contact center agents to focus their time and efforts on more pressing calls.

Self-Service Portals

Much like an FAQ, self-service portals guide a customer through a list of options, suggestions and solutions relevant to them in much the same way a contact center agent might work a customer through a pre-determined flow or process chart.  By providing these self-service options for customers, it enables them to resolve some of their more minor issues by themselves on their own time, creating a more customized and effective solution while lowering contact center costs.

Knowledge Capturing and Knowledge Management are two vital elements for any organization looking to maintain high levels of effectiveness through the sharing of critical information.  As you can see, the sharing of that critical knowledge does not always have to be internally, and the benefits provided often outweigh the costs.

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